Vipnet, a leading operator in Croatia and part of the A1 Telekom Austria Group, has selected Bulb Technologies' newly launched CEMPRESSO Customer Care, a platform for customer support process automation and knowledge management, to automate its customer care service and enhance its network troubleshooting service.
The soluion can pro-actively resolves customer service issues across all access types and technologies before they become noticeable to the consumer, said the Company. As a result of adding this significant value to customer service, telecoms operators reduce churn and earn the right to expand the customer/service provider relationship to generate new revenue.
Vipnet needed a comprehensive single diagnostics and troubleshooting tool across all its services and infrastructure domains in order to automate customer care across its xDSL, FTTx, Mobile and cable access infrastructure.
As part of Vipnet’s digital transformation, there was a requirement to replace its legacy troubleshooting systems across its mobile and fixed access infrastructure in order to enable the delivery of new services that meet its customer experience and support promises.
Ivan Skender, Chief Digital Officer, Vipnet
Our ability to deliver personalised and enhanced customer service means that subscribers will now be able to interact with our service desks instantly at anytime and from anywhere through our mobile and web applications.
Neven Stipcevic, CTO, Bulb Technologies
For Vipnet, it meant that in just four months, Bulb had worked with them to implement a customer care system that was integrated with multi-vendor infrastructure elements for fixed access, including xDSL CPEs and OSS / BSS, based on real insights from periodic performance data collected from all CPE devices (Cable Modems, xDSL CPEs) and delivering diagnostics and remedy tools for enhanced customer care.
